Cancellation, Return & Refund Policy

This Cancellation, Return & Refund Policy (“Policy”) governs all purchases of products and services made through OneMi, CancerMitr, OneMitr, or any other brand operated by Arnam Impact Private Limited (“Company”, “we”, “us”, “our”) via its websites, mobile applications, digital platforms, or offline channels (collectively, the “Platforms”).

This Policy forms part of and shall be read in conjunction with the Company’s Terms & Conditions and Privacy Policy.

DEFINITIONS

For the purpose of this Policy:

“Product(s)” means tangible goods including medical devices, diagnostic kits, wellness products, supplements, prosthetics, or any physical item sold directly by the Company or through its empanelled third-party vendors.

“Service(s)” means consultations, diagnostics, teleconsultations, hospital coordination, care programs, subscriptions, assessments, memberships, digital services, facilitation services, or any non-tangible offering made available through the Platforms.

“Consumables” means products intended for one-time, limited, or perishable use, including but not limited to medical test kits, reagents, supplements, sterile products, or hygiene-sensitive items.

“Rendered Services” means services that have been scheduled, confirmed, initiated, partially delivered, accessed, attended, utilized, or where resource allocation has already occurred.

“Same-Day or Expedited Delivery” means products or services dispatched, scheduled, or initiated within 24 hours of order confirmation.

“Special Order / Made-to-Order Item” means any product or service specifically procured, customized, or arranged upon a customer’s request and not part of standard inventory.

“Network Partner / Vendor” means independent third-party hospitals, laboratories, clinics, suppliers, pharmacies, logistics providers, or service providers empanelled with the Company.

GENERAL PRINCIPLES 

1. The Company operates as a technology-enabled facilitation and coordination platform.

2. Products and Services may be fulfilled directly by the Company or by independent Network Partners.

3. Refunds, cancellations, and returns are subject to verification of order status, service utilization, vendor confirmation, and regulatory compliance.

4. The Company reserves the right to refuse cancellation or refund where misuse, abuse, fraud, or policy violation is detected.

III. CANCELLATION POLICY

A. Cancellation Before Dispatch / Service Initiation

Cancellation requests will be considered only if:

  • Made within 24 (twenty-four) calendar hours from order confirmation; AND
  • The product has not been dispatched; AND
  • The service has not been scheduled, confirmed, initiated, or resource-allocated.

The 24-hour window is calculated from the official order confirmation timestamp generated by the Platform.

Once dispatch, scheduling, vendor confirmation, or initiation has occurred, cancellation shall not be permitted and the order shall be governed under the Return & Refund provisions below.

B. Non-Cancellable Orders

The following are strictly non-cancellable:

  • Same-Day or Expedited Delivery orders
  • Scheduled medical appointments once confirmed by a healthcare provider
  • Diagnostic bookings once sample collection is scheduled or logistics initiated
  • Consumables once dispatched
  • Special Order / Made-to-Order items
  • Discounted, promotional, or bundled offerings where non-cancellability was disclosed
  • Subscriptions or memberships once activated
  • Any Service where vendor resources have been allocated

C. Company Determination

Eligibility for cancellation shall be determined based on:

  • System logs
  • Vendor confirmation
  • Dispatch records
  • Service activation status

The Company’s decision shall be based on documented verification and shall be final, subject to applicable consumer protection laws.

RETURN & REPLACEMENT POLICY

A. Return Window

Eligible Products may be returned within 7 (seven) days from the date of delivery unless otherwise specified.

Due to medical safety, hygiene, and regulatory restrictions, certain Products and most Services are not eligible for return once delivered or rendered.

B. Damaged, Defective, or Incorrect Orders

If you receive:

  • A damaged Product
  • A defective Product
  • An incorrect Product

You must notify us within 48 (forty-eight) hours of delivery at hello@cancermitr.com with photographic evidence and invoice details.

Upon verification:

  • Replacement will be arranged at no additional cost; OR
  • Refund will be processed if replacement is not feasible.

Failure to notify within 48 hours may render the claim ineligible.

C. Conditions for Return

Returned Products must:

  • Be unused, unopened, and unaltered
  • Be in original packaging with labels, manuals, serial numbers, accessories, and invoice
  • Not show signs of tampering or misuse
  • Be adequately packed to prevent transit damage

The Company reserves the right to reject returns failing quality inspection.

D. Non-Returnable Items

The following are not eligible for return:

  • Used or partially used Consumables
  • Opened medical kits or hygiene-sensitive products
  • Products requiring cold-chain storage
  • Personalized medical devices
  • Services already Rendered or partially utilized
  • Diagnostic services after sample collection
  • Appointment coordination after provider confirmation
  • Items restricted under vendor-specific regulatory policies

REFUND POLICY

A. Refund Eligibility

Refunds shall be processed only if:

  • The Product passes inspection; OR
  • The Vendor confirms that the Service was not rendered or utilized; AND
  • Replacement is not feasible.

Refunds are not guaranteed solely on dissatisfaction unless legally mandated.

B. Refund Timelines

Approved refunds shall be processed:

  • Credit/Debit Card: within 7–10 working days
  • UPI / Net Banking / Wallet: within 7–10 working days

Refunds will be credited to the original mode of payment only.

The Company shall not be responsible for delays caused by banking institutions or payment gateways.

C. Partial Refunds

Partial refunds may apply in cases of:

  • Bundled offerings
  • Partially utilized services
  • Logistics already incurred
  • Vendor cancellation penalties

Refunds may be issued proportionately after deducting actual costs incurred.

SHIPPING, FEES & DEDUCTIONS

Where return is not due to Company error:

  • Shipping charges
  • Reverse logistics costs
  • Vendor restocking fees
  • Payment gateway charges
  • Administrative processing fees

may be deducted.

All deductions shall be reasonable and based on actual costs incurred.

VII. VENDOR-SPECIFIC POLICIES

Certain Products or Services fulfilled by Network Partners may be governed by vendor-specific policies disclosed at the time of purchase.

In such cases, those policies shall prevail, subject to applicable law.

The Company shall not be liable for independent decisions made by Network Partners in accordance with their professional, regulatory, or operational requirements.

VIII. HEALTHCARE & MEDICAL SERVICES DISCLAIMER

Certain healthcare services are:

  • Personalized
  • Time-sensitive
  • Resource-allocated
  • Clinically scheduled

Accordingly:

  • Once clinical slots are booked and confirmed, they may be non-refundable.
  • Once diagnostic samples are collected, refunds shall not be available.
  • Once teleconsultation is conducted, it is deemed rendered.

The Company does not guarantee clinical outcomes and does not assume medical liability.

DATA & CONSENT

Cancellation, return, or refund of a Product or Service does not automatically result in deletion of medical, transactional, or consultation records.

Such data may be retained:

  • For legal compliance
  • Regulatory requirements
  • Audit purposes
  • Patient safety obligations

in accordance with the Privacy Policy and applicable law.

FORCE MAJEURE

The Company shall not be liable for cancellation or refund delays arising due to events beyond reasonable control, including but not limited to:

  • Natural disasters
  • Regulatory changes
  • Vendor or hospital shutdown
  • Epidemics or pandemics
  • Cyber incidents
  • Logistics disruptions

CONTACT

All cancellation, return, or refund requests must be submitted to: hello@cancermitr.com

Requests submitted through other channels may experience processing delays.